Technical Support Specialist II

Andrews University•Berrien Springs, MI

50d•Onsite

About The Position

The Technology Support Specialist II is part of a team responsible for providing comprehensive, multi-tiered IT support for Andrews University employee and student computing devices, including department-wide and institutional-wide systems. This role is responsible for diagnosing and resolving hardware, software, and connectivity problems while supporting device lifecycle management, endpoint security, and project execution. Collaborates closely with fellow IT staff and helps mentor junior support personnel and student workers.

Requirements

Bachelor's degree in Information Technology, Computer Science, or a related field; or equivalent professional experience
2-4 years of experience in technical support or a related IT role
Strong working knowledge of Windows , macOS, enterprise productivity tools (Microsoft 365, Google, Zoom), basic TCP/IP networking concepts and 802.1x wireless protocols; knowledge of Linux a plus
Demonstrated ability to troubleshoot and resolve moderate to complex technical issues on various software platforms including Windows, macOS, iOS and Android
Must be a Seventh-day Adventist in good and regular standing.

Nice To Haves

Industry certifications such as CompTIA A+, Network+, or Microsoft Modern Desktop Administrator
Experience with enterprise ticketing systems (e.g., Freshservice), Active Directory, TCP/IP networking principles and 802.1x wireless protocols; knowledge of Linux a plus
Familiar with software packaging and remote support tools
Familiar with higher education IT environments, including student device support, classroom AV, and academic software

Responsibilities

Provide level two (on-site or remote) response and resolution of single or multiple end user technical incidents in a timely manner
Provide technical consultation for employees and students by resolving complex computer, software, hardware and networking-related issues
Document and track incidents and service requests utilizing enterprise service management platform
Provide maintenance, troubleshooting and problem resolution for desktop, laptop and mobile computing devices as well as printers and other authorized devices
Assists in creating, managing and modifying Microsoft Active Directory objects including security groups, organizational units, group policies, scripts and Microsoft Exchange objects
Install, modify and maintain end user hardware systems including operating systems, applications and peripherals. This may include desktops, laptops, mobile devices, printers and other authorized devices
Assist in maintaining endpoint security environment including network authentication, threat detection, security updates, patches and version upgrades for operating systems and applications
Utilize deployment and imaging tools to facilitate workstation installations
May be required to participate in implementation of discipline-specific, third-party applications
May be required to develop new system or application implementation plans, create custom scripts, and develop testing procedures to ensure proper integration with existing campus software
Facilitate backups and implement disaster recovery procedures
Participate in ITS projects such as campus-wide rollouts, classroom upgrades, and process improvement initiatives
Provide technical support for events, labs, and university-wide programs requiring specialized setup
Interact with other backend IT teams to resolve complex system problems and triage cross-functional IT incidents
May be responsible for supervision and guidance of student technical employees by overseeing job performance, customer relations, and technical proficiency
Perform other duties as assigned by Client Services management
Deliver timely, professional, and respectful service aligned with ITS service level agreements (SLAs)
Demonstrate on a daily basis customer centricity, teamwork, communication, coordination and top-tier technical aptitude
Proponent for industry best practices for IT security, protection of electronic data assets, endpoint computing security issues, requirements and trends
Ability to identify end user requirements for computing hardware and software
Ability to work effectively with a wide range of constituencies in a diverse community
Ability to work independently under minimal or no supervision
Problem ownership from start to finish
Collaborate with team members in a professional and collegial manner
Guide and mentor student workers
Contribute to and maintain internal documentation, troubleshooting guides, and end user support materials
Help ensure consistent knowledge transfer across the Client Services team